Anybody else having issues with Atomic warranty service?

[Dr. Lecter]

I've called them. Once a week for the last 4 weeks and all I get is someone who has no clue about Scuba equipment telling me that the repair queue was backed up. Since they were bought out by Huish, the Customer Service sucks. I had to explain to the CS rep what I needed to have repaired and the issue (cracking pressure) and she told me that she doesn't know anything about them and to include a short letter of the issue when I sent it in. I didn't speak to an Atomic CS I spoke to a Huish CS. Sounds like that may have cut jobs (CS reps) as part of the buyout. They finally sent me a notification that they were sending it back and then waited 2 days before giving it to FEDEX and sending it ground from CA to GA (7days). I should have it this week sometime.

This is a sign to start looking at some gear other than Atomic. They "sold out" and now we're paying for it.

First Arcteryx and now this . Damn, that's some ScubaPro level service. Sad and inexcusable.


Sent from my Shearwater Petrel using Tapatalk

 

[RonR]

I haven't had to deal with Atomic's support since they shuffled stuff around with Huish so it could have declined since then.

Atomic has been under the Huish umbrella for a couple of years plus now, if there have been recent customer service glitches I would guess it's more likely related to their factory move than the ownership change. They also got a new phone system as part of that move, which I think means you could be connected just about anywhere when you first call, and that can be confusing. And they now answer the phone as Huish Outdoors- but I know the same people, with the same level of commitment are still there.

Ron

 

[staggsSevin]

Atomic has been under the Huish umbrella for a couple of years plus now

Ron

You are correct, I had it mixed up that Huish just bought Zeagle this last year. I've dealt with Atomic since the Huish transition (pre office move) and had zero issues. My wife and I typically worked with Ryan and he was great to work with.

 

[Aquatic Tom]

Two years ago i had some issues with the european branch and i contacted this forum to get in touch with the headoffice. Ron here provided an excellent service and in just a few days the problem for solved. I even got more than i asked for!
@Ron: thanks again for the great service, i'm still very happy with the mask you've sent me!
Kind regards,
Aquatic Tom
(A happy and returning atomic customer)

 

[Dive_Gypsy]

I have only had the very best in customer service from Atomic and Dive Rite. Not sure whom you have been dealing with..but see if you can get in touch with Darcy Benward. I cannot say enough good things about my interactions with her and Atomic. I have had the occasional gear failure and thanks to Darcy and Atomic a brand new replacement is on the way immediately.
My ST1 reg came back like new when I sent it in for warranty service. Darcy is old-school. When she promises something it is done..every single time!

 

[RonR]

Two years ago i had some issues with the european branch and i contacted this forum to get in touch with the headoffice. Ron here provided an excellent service and in just a few days the problem for solved. I even got more than i asked for!
@Ron: thanks again for the great service, i'm still very happy with the mask you've sent me!
Kind regards,
Aquatic Tom
(A happy and returning atomic customer)

Glad you had a good experience, but I don't think I can take any credit for sending you a mask, as I don't work for Atomic. My presence here is due to being one of the designers/ developers behind the Cobalt computer. But being involved with Atomic for a number of years now I can say that all I have seen is a very strong commitment to customer service.

Ron

 

[Aquatic Tom]

I just checked my two year old thread and i mixed up some names, sorry! It was Ryan from atomic aquatics who helped me... Ron-Ryan... See the confusion?
So Ryan, thanks again for the great service and as i said a few Posts ago to the wrong person, i'm still very happy with the mask.

 

[Atomic Aquatics]

Thanks everyone for their time and posts. I appreciate everyone's input and I wanted to let everyone know that the Atomic crew is still here. The phones have been united with all the locations and it can be confusing when calling us for questions. You are always welcome to ask for Jenn, Darcy, or myself (Ryan) if you have any specific Atomic questions. Each branch has its own specialty but is eagerly learning the other brands.

Scuba Steve: I apologize for the tremendous time it took to handle this issue. I will look into what the issue was and why it took so long to be returned. The holidays were busy and we were closed for a two days around Christmas and New Years. We do pride ourselves on providing the best service in the industry and we will continue to do so. Feel free to IM me anytime Steve as I will be visiting Scubaboard daily to make sure posts and IMs are being answered in a timely manner. My email address is ryan.kenney@huishoutdoors.com if you would prefer to contact me at work.

Thanks again Everyone for their input and comments.

 

[The Scuba Steve]

Thanks everyone for their time and posts. I appreciate everyone's input and I wanted to let everyone know that the Atomic crew is still here. The phones have been united with all the locations and it can be confusing when calling us for questions. You are always welcome to ask for Jenn, Darcy, or myself (Ryan) if you have any specific Atomic questions. Each branch has its own specialty but is eagerly learning the other brands.

Scuba Steve: I apologize for the tremendous time it took to handle this issue. I will look into what the issue was and why it took so long to be returned. The holidays were busy and we were closed for a two days around Christmas and New Years. We do pride ourselves on providing the best service in the industry and we will continue to do so. Feel free to IM me anytime Steve as I will be visiting Scubaboard daily to make sure posts and IMs are being answered in a timely manner. My email address is ryan.kenney@huishoutdoors.com if you would prefer to contact me at work.

Thanks again Everyone for their input and comments.

Ryan - I finally received my SS1 back yesterday. All I can tell that was done, is that the aftermarket mouthpiece I had put on it was removed and replaced with an Atomic standard mouthpiece. When I originally called in the RMA I spoke to a Huish CS Rep (not Atomic) who had no clue as to scuba equipment and just gave me an RA number with basic instructions to send it in. When I sent it in I included a description of the issue and what my LDS repair tech told me. When I got it back, there was no paperwork to detail what was repaired/replaced or any test results. So, other than the mouthpiece being replaced, I can't see that anything was even done to it. I called Huish/Atomic to see what was done to it and even they couldn't tell me! I even sent a message thru the Atomic website asking for info on the repair and I have received no response. I have spoken to my Atomic dealer and explained the situation and they tell me that this seems to be an ongoing issue as of late and there should have been paperwork detailing the repairs. I will be taking it in to them tomorrow for them to look at it, test it and to see if they can tell what, if anything was done since they diagnosed the issue to begin with. I pray that this was fixed because if not, we are going to have a big problem.

In short, this is a piece of life-support equipment and I do not appreciate the flippant customer service and lack of information regarding the repair. I can get infinitely more info on the repair of a piece of computer equipment. And my life does not depend on a computer hard drive!

The lack of paperwork detailing the repair and test results makes me real nervous to dive on this gear with serious doubts about it functioning properly.

 

[flots am]

In short, this is a piece of life-support equipment and I do not appreciate the flippant customer service and lack of information regarding the repair. I can get infinitely more info on the repair of a piece of computer equipment. And my life does not depend on a computer hard drive!

While you're certainly entitled to know what was done to it, and IMO get a cracking pressure/flow rate graph from before and after, if your life depends on any single piece of equipment, you need to re-think your diving parameters.

Anything can fail at any time, even if it just came out of the box or was serviced by the guy who invented the technology. Even the Space Shuttle has equipment failures. You need to be ready for them.

On an Open Water dive, the only life support equipment you have is between your ears, and if you're lucky, a good buddy.